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Five styles of Customer Knowledge Management, and how smart companies put them into action

Contributors

Gibbert, Michael; Leibold, Marius; Probst, Gilbert

Collection

  • Cahiers de recherche; 2002.09

Publication date

2002

Abstract

In the aftermath of the knowledge economy, smart corporations begin to realize that the proverbial "if we only know what we know" also includes "if we only knew what our customers know." In this paper, the authors discuss the concept of Customer Knowledge Management (CKM), which refers to the management of knowledge from customers, i.e. knowledge resident in customers, in contrast to knowledge about customers, e.g. customer characteristics and preferences prevalent in previous work on knowledge management and customer relationship management. Subsequently, five styles of CKM are proposed and practically illustrated by way of corporate examples.

UNIGE affiliation entities

Citation (ISO format)

GIBBERT, Michael, LEIBOLD, Marius, PROBST, Gilbert. Five styles of Customer Knowledge Management, and how smart companies put them into action. 2002

Main files (1)

Report

Identifiers

  • PID : unige:5813
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13908downloads

Technical informations

Creation

15/04/2010 12:20:22

First validation

15/04/2010 12:20:22

Update

14/03/2023 15:26:41

Status update

14/03/2023 15:26:41

Last indexation

29/10/2024 14:23:35
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